JOB SUMMARY
This specific Analyst position is for a Speech Analytics Analyst. The Speech Analytics Analyst role is ideal for a highly disciplined self-starter with solid collaboration & communication skills who thrives on data analysis, language, and technology. The ideal candidate must possess strong analytical skills, root-cause analysis and attention to detail. Within TXU Energy, an Analyst job function has been created to undertake policy definition and approval, customer experience definition, strategic positioning, customer characteristics and behavior definition, and other similar functions associated with the Energy Retail work streams. As part of this team, the Analyst IV has responsibility for analyzing and developing improvements to business processes, identifying and facilitating the creation of appropriate reporting and definition around each function, managing and integrating processes relating to operations, and delivering an improved customer experience.
Essential Duties and Responsibilities Other duties may be assigned. Directly or through others, the incumbent will:
- Analyze massive amounts of customer data, such as customer feedback to identify solutions to improve and enhance the customers' experience
- Support all of Contact Center Operations (CCO) by maximizing TXU Energy's investment in speech analytics technology to deliver actionable insights that drive quantifiable improvements to customer experience, a deeper insight of KPI performance and trends and improved performance in acquiring, retaining and servicing customers
- Point of contact for implementing Speech Analytics to CCO Lines of Business (LOBs)
- Responsible for maximizing the utilization of the Speech Analytics solution to drive meaningful intelligence, actionable insights and quantifiable improvement into the business
- Meet with LOB Subject Matter Experts, build business cases for use of speech analytics tools; gather requests for potential use cases and associated reporting needs
- Creation of use cases to include the following; building of queries, reports and dashboards within the interaction analytics solution
- Create and standardize reporting templates using analytics data
- Responsible for creation of specific data categories within interaction analytics software, as well as oversight for current category performance to ensure optimal results
- Test and implement new functionality when available
- Flexibility and ability to adjust to changing priorities of new strategies and policy changes.
- Excellent communication skills and a positive attitude are required for daily interaction with business partners/data consumers.
- Other duties and tasks may be assigned as necessary
- Establish and maintain methodologies to ensure on-going accuracy and integration of processes
- Design measurement criteria to monitor the nature of the integration process
- Implement and manage an effective change management process to ensure smooth transition of new or adapted processes
- Identify process improvements to enhance TXU Energy effectiveness and efficiency
- Support development of departmental and company processes & procedures
- Work closely with key personnel to define reporting needs and follow through with strategic partner(s) to develop these tools
- Integrate and manage data from various systems including CIS, CIS+, Siebel, SAP and external sources.
- Employ statistical knowledge to develop relevant descriptive statistics related to business functions and other characteristics used to segment customers
- Actively work with various internal/external teams by providing data expertise, offering original perspectives, and challenging conventional views to better align decision making/perceptions with changing business needs.
- Respond to questions from business clients regarding any aspect of customer data. Conduct research and analysis to gain a detailed insight and is dedicated to providing clear and credible responses and meeting the expectations and requirements of the business clients.
- Works under minimal supervision/guidance from leads and leaders
- Provide direction and guidance to Analysts
EDUCATION/EXPERIENCE
The minimum education requirements are:
- Bachelor's degree in business or related field strongly preferred
- MBA or other related advanced degree beneficial
The minimum experience requirements are:
- Two (2+) years of Speech Analytics experience
- 4-6+ years related Analyst work experience
- 2-3 years' experience with customer facing and project coordination/mgt methods required
- 3-5+ years developing and analyzing large-scale customer information systems or processes
PHYSICAL/MENTAL DEMANDS AND WORKING CONDITIONS Requires the ability to perform the essential duties and responsibilities in the following environment:
- Occasional long, irregular hours
- Use of a PC, computer terminal and/or telephone over 4 hours a day
- Occasional bending, twisting, crouching, pulling, pushing, and/or reaching to access job-related materials
- Open workspace office environment
- Operating in a fast-paced professional office environment
- Some travel to vendor and supplier locations; occasional overnight travel may be required.
- Occasionally lifts/moves up to 40 lbs.
SCOPE LEVEL
Responsibility level:
- Responsible for leading cross-functional work teams within TXU Energy, External Business Partners and Regulatory workgroups with the goal to greatly improve work processes related to TXU retail customer retention and growth. Seeks minimal guidance/works under minimal supervision from Team Leads, Management, SME's, etc.
SKILLS AND COMPETENCIES The following knowledge, skills and capabilities must be demonstrated at a proficient level:
- Excellent negotiating, consensus building and conflict resolution skills
- Extensive communication and teamwork skills with both internal and external customers
- Ability to work effectively in a rapidly changing environment
- Able to effectively contribute to and lead small work groups, process team and focus groups
- Advanced Skill in using computer software applications such as MS Office products; specifically Excel and PowerPoint
- Able to solve problems guided only by general organization objectives, policies, and goals
- Strong analytical skills, including root cause analysis
- Working knowledge of Internet and related emerging technologies used to effectively aggregate/analyze critical business data
- Excellent Project Management skills
- Skill in developing process flows
TXU Energy
1601 Bryan St
Dallas
Texas United States
www.txuenergy.com
